Customer Service Representative

22 hours ago

Johor Bahru, Johor, Malaysia Matica Group SA Full time 40,000 - 60,000 per year

Customer Service Representative (Johor Barhu)

Job Summary

The Customer Service Representative will be the first point of contact for customers across multiple channels (phone, email, chat, social media).

They will provide timely, accurate, and courteous support; resolve issues; coordinate with internal teams; and aim to deliver excellent customer experience while adhering to Malaysia labour regulations.

Key Responsibilities

  • Work collaboratively with cross‑functional teams (sales, logistics, product, technical) to resolve customer needs
  • Own the inventory management of stocks in the warehouse for everyday transaction and audit
  • Be part of the S&OP Forecast with Sales and Supply Chain
  • Compile information to maintain the Weekly, Monthly, and Quarterly Sales report and Forecast
  • Preparation of Sales Agreements for New Channel Partners
  • Follow up and closure of Loan Agreements and RMA cases
  • Respond to inbound and outbound customer inquiries via phone, email, chat, and social media
  • Understand, document, and resolve customer issues relating to orders, returns, payments, product/service information
  • Escalate complex or unresolved matters to supervisors or specialized teams
  • Maintain accurate records of interactions, issues, and outcomes in the CRM / ticketing system
  • Monitor service levels and follow up to meet agreed SLAs
  • Provide feedback to management on recurring issues and suggest process improvements
  • Participate in training sessions, quality reviews, and benchmarking
  • Meet performance metrics (e.g. average response time, first contact resolution, customer satisfaction scores)

Key Skills & Competencies

  • Excellent verbal and written English communication
  • Ability to communicate in other Asian languages (or another language relevant to customer base) is a plus
  • Active listening, empathy, patience, and de-escalation skills
  • Strong problem-solving and decision-making ability
  • Multitasking, time management, and organization
  • Comfortable using CRM / ticketing systems, MS Office, chat software
  • Attention to detail and accuracy
  • Adaptability to new procedures, shifting priorities, or peak times
  • Ability to handle stress and maintain professionalism
  • Teamwork orientation, willingness to share knowledge

Qualifications & Experience

  • High school diploma or equivalent; degree (e.g. in Business, Communications) preferred
  • 1–2 years (or more) in customer service, support, helpdesk, or call center roles
  • Experience dealing with customers in APAC or in a multicultural setting is advantageous
  • Familiarity with CRM / ticketing systems (Zendesk, Salesforce, Freshdesk, etc.)
  • Proficiency in English; other language(s) is an advantage
  • Understanding of standard customer service metrics and KPIs

Job Type: Full-time

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